Provide options for feedback. In our direct mail pieces that go out to our rated players, there is a direct e-mail address to me that is inclusive of it. So if you’re one of our players and you get the direct mail piece and you either want to compliment about something that went on or you have a complaint about something that went on, they have a direct contact to me.
It works very well for me in the sense that if there is some customer dissatisfaction, and I don’t care if it involves multiple departments, I can follow up on it immediately. And usually it’s less than a 24-hour time frame, I’m getting back to my guests letting them know what I found out about the problem, how we’re correcting the problem and resolving any issues they may have.
Follow up. Communication is the key but, more importantly, the follow up. So if someone expresses they had a wonderful experience, you have to be sure you go back and thank the employees that were named in part of making that experience great, or if there’s a problem, you find out what created the problem, communicate back with the guest and inform them of the changes that will take place in the future that will prevent it from happening to them again.
It really doesn’t matter if it’s the employees and/or the customers, the communication part of it is a lot of times people make many suggestions, but for one reason or another, it’s something that you can’t accomplish, you can’t just let it go. You have to explain to the employee and or the guest. Like all of this input that we got on the showroom, if for some reason, financially, we were unable to do it, it’s my responsibility to explain to them why, but that it’s not something we’re going to give up on, and we’ll proceed with it if we can.
And so there’s always follow-up. We have direct mail pieces that go out monthly. So anything new that’s going on, on the property, it can be updated to the guests monthly besides internal signage.
A good example (of follow up) is when we start construction on this new room, as the construction walls go up before the demo starts, our marketing team will wrap the outside of the drywall so our guests will know what this new room is going to look like from an exterior elevation as well as a blueprint or footprint of what the room will look like internally. It’s kind of like you asked for it, you got it, here it is.
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